Transforming Customer Service Delivery for Red Funnel
Red Funnel Has been running passenger ferries from Southampton for over 150 years and runs services to the Isle of Wight 24 hours a day every single day of the year.
This level of service necessitates a fully comprehensive, joined-up customer contact centre to ensure Red Funnel's customers receive the best possible service every time.
Charterhouse Built an omnichannel contact centre that encompassed all six of Red Funnel's locations and linked email and social communications to traditional telephone communications all underpinned by a resilient Wide Area Network.
Using Mitel's MiVoice and Mi Contact Centre solutions, the solution has already seen a drop of 16% in complaints and over 100% increase in compliments.